Client Connections is an opportunity for staff to get insight into recent successes at Ticketmaster.

Gary welcomed Keith and Paul as they took to the stage in the Imperial Bar at the Ticketmaster offices this month to talk about their journey of introducing Ticketmaster’s Paperless ticketing technology in the Victoria Palace Theatre, a first for London’s West End. As one of the most talked about shows of the decade, Hamilton needed a ticketing solution to combat the scalpers and secondary market as part of a strict brief from the producer.

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The session had a great turnout from across the genres at Ticketmaster showing what a triumph the solution was – they talked about the decision-making process, the onsale, the on-ground logistics and delays through to the results. Using the Paperless technology was initially described as an experiment for the West End, but Keith and Paul went on to call the implementation of the product a great success. Keith said their aim was to disrupt the secondary market and touts but, happily, Hamilton has “all but eliminated touts”.

Feedback from staff was that it was an undeniable success, with many learning about the full process of installing a product normally used for four or five events into a long-running musical, as well as how Ticketmaster and the theatre have had to re-educate the audience to embrace the change – a job well done given the positive feedback both got from the audience and the theatre industry alike.

Words by Jeremy Beveridge